A new process has been launched for the 2013/14 academic year to enable staff to effectively deal with complaints from non-student service users.
Although the University has a clear process for dealing with Student Complaints, defined by the Regulations Governing Student Complaints in the calendar http://www.calendar.soton.ac.uk/sectionIV/student-complaints.html, until now there has been no clear process for dealing with complaints from service users that are not students at the University.
The new process is designed to deal with complaints from members of the public, University staff and Alumni wishing to complain about Facilities and Services provided by the University of Southampton.
This procedure will apply to the following services:
• Counselling Service (please also refer to the Code of Practice on the Counselling Service website)
• Early Years Centre (please note that there are separate procedures relating to safeguarding/child protection issues which can be found the website)
• John Hansard Gallery
• Libraries
• Residences (non-student residents)
• Sport and Wellbeing
• Turner Sims Hall
• Wessex Needs Assessment Centre ( WNAC)The full procedure including timescales can be found at http://southampton.likn.co/studentadmin/appeals/
Non-Service User complaints should also be recorded on the central SharePoint Site https://intranet.soton.ac.uk/sites/appeals-complaints/SitePages/Home.aspx
For information on or access to the site please contact Tracey [email protected]
The full process can be found at http://southampton.likn.co/studentadmin/appeals/forstaff.html